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Client Technical Account Management, AVP

State Street Corporation
Toronto, Canada
Posted 26 days ago Permanent Competitive
Client Technical Account Management, AVP
Who we are looking for
The Front Office Data Support client Lead is a key role that oversees all aspects of our client's data interaction with key State Street systems. This is a client facing IT role, in Business Client Services, within the Production Management team, and is vital to ensure delivery of a first class service to our valued clients. The client Lead will direct analysts regarding priority and provide direction when required during issue escalation. In addition to providing the team direction the Client Lead will also work with Regional Leads from other areas to ensure escalation items are handed off seamlessly and client communication are seamless between regions. This role will also become an SME and build relationships with specific clients to ensure efficient operation of their daily business. They will ensure they understand all aspects of their client's infrastructure and deliveries, to be able to offer a truly valued support service.
This role can be performed in a hybrid model, where you can balance work from home and office to match your needs and role requirements.
What you will be responsible for
As Front Office Data Support Client Lead you will
  • Act as primary contact for clients as relates to their IT support function.
  • Leverage client support analyst to ensure timely escalation of items they raise as impactful to our in scope client's core functionality.
  • Act as a point of escalation to help resolve or triage issues that arise by interacting directly with clients or their support teams and driving issues to resolution as applicable.
  • Manage communication directly or indirectly to downstream parties to keep them apprised of incident progress. Downstream parties could be the business, client vendors or the end clients.
  • Lead various teams as directed to perform special projects and other tasks as assigned by the Regional Management team.
  • Recommend and implement improvements to current processes to benefit the team, clients and business units.
  • Contribute to the analysis and planning of operating model with the aim of standardizing processes and establishing best practice.
What we value
These skills will help you succeed in this role
  • Prioritize multiple outages or incident and manage to deadlines both as an individual contributor and supportive team member.
  • Lead by example and deliver excellent client and business facing relationship skills.
  • Must possess excellent interpersonal, verbal, and written communication skills.
  • Must be able to delegate task and direct resources provided to ensure issues are communicated and escalated in a clear concise manner.
  • Inspire a hands-on, "can-do" approach within the team and lead team to work efficiently and creatively.
Education & Preferred Qualifications
  • Experience leading a small team of support or analyst personnel.
  • 3-6 years of Technology Analyst experience.
  • Good general knowledge of financial services.
  • Excellent PC skills, proficiency in Microsoft Office.
  • Middle Office and or Back Office application experience would be helpful.
(Middle Office - RKS, ESP, EDW, MYSS)
(Back Office - MCH, FDR, MDB)
  • Bachelor's degree in Technology or Information Systems
Additional requirements
  • Flexible working hours may be required, including some weekend coverage
Are you the right candidate? Yes!
We truly believe in the power that comes from the diverse backgrounds and experiences our employees bring with them. Although each vacancy details what we are looking for, we don't necessarily need you to fulfil all of them when applying. If you like change and innovation, seek to see the bigger picture, make data driven decisions and are a good team player, you could be a great fit.
Why this role is important to us
Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We're driving the company's digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.
We offer a collaborative environment where technology skills and innovation are valued in a global organization. We're looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.
Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.
About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You'll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
Job ID  R-715505
ABOUT COMPANY
London, United Kingdom
39000 Employees Investment Banking / M & A

From technology and product innovation to corporate responsibility and community development, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people - strengthening markets, building communities and creating opportunities for growth.

We owe that longevity to the commitment, expertise and creativity of our employees. Our continued success depends on our ability to attract and develop the best talent in the industry. That's why we're keenly focused on employee development, corporate citizenship and inclusion.

For us, success comes in the mark we make as an organization - for the industry, our clients, our communities and each other.

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